Adding my € 0.02 worth to this thread...

I had three stays this past January and sampled all three sections of the hotel-- the Towers, the ITC One wing and the main block (in that order). I had excellent service at the main block and ITC One reception areas, and okay service at the Towers section reception.

(I also got to meet Retired FF over breakfast and afternoon drinks, though at the time I did not know RFF was a FlyerTalker).

Plat recognition was excellent, and upgraded rooms were offered on all three occasions-- the main block upgrade was a large junior suite on a refurbished floor. For those staying in the main block, ask for a refurbished floor as not all main block floors are. Indeed, the style of the room refurbishment differs depending upon the which refurbished floor you get, with the junior suite in the most recently refurbished floor comparing nicely with the standard room in the ITC One wing!

Hospitality in the Towers Lounge was excellent except for one evening drink service where service was slack and taciturn. No such problems though in the ITC One lounge.

Naturally the most plush room = the earliest check out, and our check out from the ITC One room was so early (to catch a train) that we were awake before any of the lounges started serving breakfast. No problem. The food and beverage manager made a special appearance the evening before and he kindly arranged for two large boxes containing cooked breakfasts for us to partake on the train. Of course the train also included breakfast in the fare as well, so we got to contrast the Sheraton breakfast with the one from Indian Railways.

An earlier concern of mine was the reliability of the hotel pickups from either the airport or the railway station. In this regard the hotel fell short and managed to not pick us up correctly on three instances!

The first was when my mother arrived, and the hotel displayed my name on the nameboard. They initially did not believe that my mother and I were sharing the same room, despite the reservation listing both names.

The second pickup was when my pickup was delayed as the hotel decided to meet my flight from London at the domestic terminal. Sorting out that detail cost an hour delay.

Our third problem was the complete lack of pickup when our Palace on Wheels train returned to Delhi Cantt Station, and not a hotel staff member was in sight. Perhaps it was the thick fog that prevented us from seeing them. (And this despite placing the request directly with the ITC One reception).

These problems were discussed with the front desk manager, who assured us that on our third stay, we would be met at the railway station.

Upon alighting at the station for our third check in, again there was no Sheraton staff in sight. But by checking other station exits, we found not one, but two hotel staff members waiting for us—each with a car!

During these stays, we enjoyed Bukhara restaurant twice, and on the last visit, also were offered a tour of the kitchen-- although the food was not as well prepared the second time. A quick word resolved that matter. In response to an earlier posting, I understand that the good food came first, and then came visits by Mr. Clinton and Mr. Kohl-- not the other way around.

Overall, we enjoyed our stay at this hotel, and it is a nice property.

On my last night, I collected the names of various helpful staff members (i.e. main block reception, towers club waiter, front desk manager, etc.) and wrote a letter of praise to the hotel GM, making sure that each staff member mentioned would get a copy of the letter. I never heard from the GM though-- presumably he received the letter. Our third check out was a warm affair, and numerous staff members who we got to know were present to give us a nice send off, and to wish us to return to their hotel soon.